Customer Support Specialist (REMOTE)
About the role
At Rotech Healthcare Inc., we’re more than a medical equipment provider—we’re a trusted partner in patient care. As a national leader in ventilators, oxygen therapy, sleep apnea treatment, wound care, diabetic solutions, and other home medical equipment, we empower patients to manage their health from the comfort of home. With hundreds of locations across 45 states, our team delivers high-quality products, exceptional service, and compassionate support that helps patients live more comfortably, independently, and actively. Whether you're a clinician, technician, or healthcare administrator, your work at Rotech directly improves lives.
We are seeking a dedicated Customer Support Specialist (REMOTE) to join our Rotech team. In this position you will provide support to the customers of the Support Center (patients, referral sources and employees) by performing tasks related to patient care and third party reimbursement. Primarily responsible for obtaining billing documentation to maintain patient care for our existing customer base.
Responsibilities
- Brings ideas for process or efficiency improvements to Team Lead
- Builds relationships with locations, field management, patients and referral sources
- Communicates with patients/clients and referral sources both verbally and in writing to ensure patient/client questions and concerns are processed in a timely manner
- Conducts insurance verification and eligibility for services/products
- Daily outbound calling to our customers (patients, referral sources and locations)
- Develops and maintains a working knowledge of current Medicare, Medicaid, insurance regulations, and FDA/DOT and JCAHO guidelines
- Develops and maintains working knowledge of current products and services offered by the company and all applicable governmental regulations
- Enhances organization reputation by accepting ownership of duties and promoting a caring and supportive environment consistent with our mission
- Maintains accuracy and quality control throughout patient contact and data input, including patient notes
- May collect co-pays and deductible amounts
- Obtains authorization, orders and qualification documentation
- Practices safe work habits, ensuring a safe work environment
- Provides education to referral sources, patients and employees on qualifications for service and 3rd party billing
- Provides product/service information by answering questions, offering assistance
- Provides thorough review and Quality Assurance for medical necessity and documentation requirements of payors and